Retention Executive

Customer Account Executive

Location: London – Hybrid (3 days in the office, 2 days from home)
Salary: £30,000–£35,000 per annum
Working hours: Monday to Friday, 9am–5pm

This is an excellent opportunity for someone with experience in customer retention, membership services, account management or customer service who enjoys building relationships, resolving queries and helping customers understand the value of the services they receive.

You’ll play a key role in engaging with existing members, understanding why they may be considering leaving, and identifying opportunities to retain their membership through effective communication and tailored support.

Key Responsibilities

• Contact members by telephone and email to understand why they have not renewed their membership and identify opportunities to retain them
• Build a strong understanding of members’ businesses, processes and how they use the organisation’s products and services
• Educate members on the benefits of membership and the value of continuing to use the organisation’s standards and solutions
• Re-engage former members and identify opportunities to recover outstanding membership fees where applicable
• Assist with processing member payments and maintaining accurate account information.
• Deliver an excellent standard of customer service, ensuring all interactions are professional, helpful and solution-focused
• Maintain accurate records of all customer communications and activities within the CRM system
• Produce accurate reports and insights to support business decisions and identify retention opportunities
• Work collaboratively with colleagues and escalate queries when specialist support is required

About You

• Experience in customer retention, membership services, account management or a customer-facing environment
• Strong telephone communication and questioning skills, with the ability to understand customer concerns and identify suitable solutions
• Experience using CRM systems and Microsoft Office
• Excellent written and verbal communication skills
• Strong organisational skills, with the ability to manage multiple priorities and meet deadlines
• A proactive, determined and results-driven approach
• Excellent attention to detail and a commitment to maintaining accurate records
• A professional, collaborative and customer-focused attitude

What’s on Offer?

• Salary of £30,000–£35,000 per annum
• Hybrid working, with three days per week in the London office
• Monday to Friday working hours, 9am–5pm
• 25 days’ annual leave, plus bank holidays, with the option to buy or sell up to five additional days
• Generous pension scheme, with employer contributions of up to 12%
• Life assurance covering five times your annual salary